The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.
The position will have high visibility into the operations teams.
General Job Responsibilities
Daily real-time monitoring of service levels for all queues at all sites.
Oversee agent performance from all teams at all sites.
Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.
Communicate changes to incoming contact patterns to operations and the broader WFM team.
Real-time communication with the WFM team and operations when changes need to be made.
Support changes within routing profiles.
Build and maintain strong relationships with key stakeholders from all sites to ensure objectives are met.
Review and process OT requests in real-time.
Aid the WFM team as needed.
Review and assign SPT to operations based on current SL’s.
Address additional WFM tasks as required.
Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
Decision making and complex problem-solving skills.
Proactively gather the right data from appropriate sources, conduct root cause analysis, refer to long term plans and goals, prioritize key factors, and act decisively, promptly, and confidently.
Flexible schedule, including nights and weekends as needed.
Advanced Microsoft Excel skills.
Ability to prioritize and meet tight deadlines.
Analytical with attention to detail.
Ability to maintain composure in critical situations and communicate clearly with stakeholders.
Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions.
Proven ability to build relationships quickly.
Advanced student of Industrial Engineering
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